Technical Support Specialist L2( Hybrid)

L2 Support Specialist – Customer Support (SaaS)

Location: Bangalore, India (Office-based / Hybrid)

Shift: Willingness to work in rotational shifts including evening/night to support global customers. Transport provided

Job Responsibilities

• Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation
• Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues
• Contribute to your team’s goals by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own
• Share your expertise, provide guidance on troubleshooting techniques, and help upskill your colleagues
• Work with customers through a variety of channels including email, phone, and chat
• Empower our customers by helping them troubleshoot and/or understand the capabilities of the platform & advise best practices
• Work closely & collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues
• Contribute to internal & external documentation
• Manage other responsibilities as assigned

Required Skills

• Technical or customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can’t solve their problem, you will ensure they are directed to the right resource
• Confidence and strong interest in problem solving
• Excellent written, verbal, and interpersonal communication skills
• Ability to work independently or collaboratively in a fast-paced environment
• Working knowledge of assigned feature strongly preferred
• A firm grasp of and comfort using cloud applications
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
• Willingness to engage on complex matters
• Comfortable working in ambiguous situations with little to no direction
• Flexibility in your working hours as this position will require work outside of standard business hours.

Technical Skills (Must Have)

• Hands on experience and understanding of web-based/SaaS applications
• Familiarity with browsers, operating systems, and networking concepts
• Ability to read and understand intermediate to complex error messages and logs
• Experience in leveraging support tools and ability to learn new tools and technologies quickly
• Basic proficiency with spreadsheets and documentation tools
• Experience using or exposure to ticketing systems (Zendesk, Freshdesk, Salesforce, Jira, or similar)

Customer Support Skills (Must Have)

• 3-4 years of experience in customer support, service desk, or technical support
• Strong written and spoken English communication skills
• Ability to explain simple technical concepts clearly
• Customer-first attitude with empathy and patience
• Good problem-solving and analytical thinking
• Ability to multitask and manage multiple tickets
• Willingness to work in a fast-paced, metric-driven environment